ATTACHMENT 5 - Draft Quality Assurance Surveillance Plan - QASP.doc

1.0 ATTACHMENT 4: Quality Assurance Surveillance Plan (QASP)

(DRAFT)

inTransition Outreach Call Center Support Contract Number: ( upon award enter) Contractor’s name: (upon award, enter Contractor name )

1. PURPOSE.

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored.

· How monitoring will take place.

· Who will conduct the monitoring.

· How monitoring efforts and results will be documented.

This QASP does not detail how the Contractor accomplishes the work. Rather, the QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis to ensure that the QASP remains a valid, useful, and enforceable document. However, the Government will coordinate changes with the Contractor. Copies of the original QASP and revisions will be provided to the Contractor and Government officials implementing surveillance activities.

The following FAR clauses may apply depending on contract type:

52.246-4 Inspection of Services – Fixed Price

2. Government Roles and Responsibilities.

The following Government personnel are responsible for overseeing and coordinating surveillance activities.

a. Contracting Officer (KO) - The KO is responsible for ensuring performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and safeguard the interests of the United States in the contractual relationship. The KO is also responsible for ensuring that the Contractor receives impartial, fair, and equitable treatment under this contract. The KO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned KO: Mr. Charles J. Bartlett

Organization or Agency: USAMRAA Telephone: <enter number>

Email: <enter address>

b. Acquisition Manager (AM) - The AM acts as an acquisition consultant and serves as liaison between the Contracor and the requiring program officer , as well as liaison between the Defense Health Agency ad the supporting contrating office.

Assigned AM: <enter name> Telephone: <enter number> Email: <enter address>

c. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and is responsible for ensuring proper Government surveillance of the Contractor’s performance. The COR is responsible for keeping a quality assurance file and at the conclusion of the contract, or when requested by the KO, providing corresponding documentation to the KO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The Contractor shall refer any changes they deem may affect contract price, terms, or conditions to the KO for action.

Assigned COR: Dr. Nicholas Polizzi Telephone: 703-855-8889 Email: Nicholas.C.Polizzi.civ@mail.mil

d. Other Key Government Personnel – Title: <enter title> Telephone: <enter number> Email: <enter address>

3. Contractor Representatives:

The following employees of the Contractor serve as the Contractor’s Program Manager and Task Manager for this contract.

a. Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address>

b. Task Manager - <upon award, enter name> Telephone: <enter number>

Email: <enter address>

c. Other Contractor Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address>

4. Performance Standards.

Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix, paragraph 6.10 in the Performance Work Statement includes performance standards. The Government will use these standards to determine Contractor performance and will compare Contractor performance to the Acceptable Quality Level (AQL).

Performance Reporting Positive Past Performance Evaluation

Performance Reporting Positive Past Performance Evaluation

TASK 9

2.2.1.1

Performance Reporting Positive Past Performance Evaluation

Positive customer satisfaction survey results at least 85% of time.

Crisis call will be responded immediately

Referral to non-medical counseling and/or non-urgent call within one (1) business day at least 99% of time.

Management Information System

Performance Reporting Positive Past Performance Evaluation

Performance Reporting Positive Past Performance Evaluation

Performance Reporting Positive Past Performance Evaluation

Performance Reporting Positive Past Performance Evaluation

Performance Reporting Positive Past Performance Evaluation

TASK 5

2.2.1 Maintenance and updating of the inTransition Resource Database (Deliverable 18).

Performance Reporting Positive Past Performance Evaluation

TASK 5

2.2.1

Performance Reporting Positive Past Performance Evaluation

TASK 1

TASK 2

TASK 5

2.2.1 Supporting communication activities for priority products/tools/resources as selected prioritized and approved by the PHCoE leadership via site visits, VTCs and other forms of engagement to stakeholders

(Deliverable 17 / 2.2.1.1) Conduct ongoing measurement and reporting of outreach communication efforts and effectiveness in reaching target audiences for Call Center activities and those Outreach Effort Support activities

Performance Reporting Positive Past Performance Evaluation

TASK 9

2.2.1

Performance Reporting Positive Past Performance Evaluation

Manage meeting minutes

Progress or Status meetings Positive Past Performance Evaluation

TASK 9

2.2.1

Project Development and

Management

PWS 2.2.1

Contractor will develop, execute and implement project strategies and support program objectives 100% Outreach and campaign expansion and execution

Performance evaluation.

Develop Validation Metrics

PWS 2.2.1

2. Periodic review of contractor records.

Reporting

PWS 2.2.1

Contractor shall provide weekly, monthly, and yearly reports on

Program performance and status.

briefing to COR and other Center/PHCoE

Staff.

2. Periodic review of contractor records.

Communication

PWS 2.2.1

Contractor personnel shall demonstrate effective communication skills with Government personnel and

Stakeholders in execution of duties.

No more than three substantiated customer complaints per month.

Customer complaints.

Feedback from internal staff.

5. Incentives.

The Government will use <insert incentive fee, past performance, or other method> as incentives. Incentives will be based on exceeding, meeting, or not meeting performance standards. Information about incentives can be found in <insert section or paragraph> of the contract.

6. Methods of QA Surveillance.

Various methods exist to monitor performance. The COR will use the surveillance methods listed below in the administration of this QASP.

Regardless of the surveillance method, the COR will contact the Contractor's task manager or on-site representative when a defect is identified and inform the manager of the specifics of the problem. The COR, with assistance from the AM, will be responsible for monitoring the Contractor’s performance in meeting a specific performance standard/AQL.

a. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

· Task 1, 3, 5, and 7 of the QASP require direct observation.

b. RANDOM SAMPLING. (Designed to evaluate the outputs of the award requirement by randomly selecting and inspecting a statistically significant sample. Highly recommended for large quantity repetitive activities with objective and measurable quality attributes.)

· Task 2, 4, and 8 of the QASP require random sampling of metrics as specified.

c. Analysis of Contractor's progress reports. (Evaluate cost, schedule, etc.)

· Task 6 and 9 of the QASP requires analysis of report.

Surveillance results may be used as the basis for actions (to include payment deductions) against the Contractor. In such cases, the Inspection of Services clause in the Contract becomes the basis for the KO’s actions.

7. Ratings.

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

8. DOCUMENTING PERFORMANCE.

a. Acceptable Performance.

The Government will document positive performance. A report template is attached. Any report may become a part of the supporting documentation for fixed fee payments, incentive fee payments, or other actions.

b. Unacceptable performance.

When unacceptable performance occurs, the COR will inform the Contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR will document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR will prepare a Contract Discrepancy Report (CDR), and present it to the Contractor's task manager or on-site representative. A CDR template is attached to this QASP.

The Contractor will acknowledge receipt of the CDR in writing. The CDR will specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the Contractor has to present this corrective action plan to the COR. The Government shall review the Contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, incentive fee nonpayment, or other actions deemed necessary by the KO.

9. Frequency of Measurement.

a. Frequency of Measurement.

During contract/order performance, the COR will take periodic measurements as specified in the AQL column of the Performance Standards Summary Matrix, and shall analyze whether the negotiated frequency of measurement is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR will meet with the Contractor to assess performance and will provide a written assessment.

Prepared by: Dr. Nicholas Polizzi

Signature – Contracting Officer’s Representative

Performance Report

< This template will be used to formally document surveillance. >

1. CONTRACT NUMBER: <insert number>

2. PREPARED BY: (Name of COR) <insert name>

3. DATE (and time observed discrepancy):

4. OBSERVATION:

<Examples of items to include in a report are:

- Method of surveillance.

- How frequently you conducted surveillance.

- Surveillance results.

- Number of observations.> Prepared by: <Enter COR’s name>

Signature – Contracting Officer’s Representative

Date

Contract Discrepancy Report (CDR)

< This template will be used to formally document discrepancies. >

1. Contract Number: < insert number >

2. TO: (Contractor Task Manager or on-site representative) < insert name >

3. FROM: (Name of COR) < insert name >

4. DATE (and time observed discrepancy):

5. DISCREPANCY OR PROBLEM: < Describe in detail. Identify any attachments. >

6. CORRECTIVE ACTION PLAN: A written corrective action plan < is / is not > required.

< If a written corrective action plan is required include the following. > The written Corrective Action Plan will be provided to the undersigned not later than < # days after receipt of this

CDR. >

Prepared by: < Enter COR’s name >

Signature – Contracting Officer’s Representative

Received by:

Signature - Contractor Task Manager or on-site representative